Improving Service Performance: A case study at Tata Steel Europe

TextMaster_IEM_2014_AJSneekes.pdf
- Published Version
Restricted to RUG campus only
Download (2MB)

Abstract

Nowadays, delivering a high service performance is highly important for companies in the steel industry due to the current overcapacity and the ease for customers to obtain better services from other suppliers. This research proposed a theoretical framework for identifying causes of service performance problems in the steel industry. A case study at steel company Tata Steel Europe is executed to test the theoretical framework on a real service performance problem. Relevance’s of the service performance causes are determined with archival research. For the main cause of the service problem, a solution creation process is performed to find opportunities to improve the service performance based on a specific literature review, expert knowledge, and analytical calculations and through tests by simulations. This research will be practically relevant as it helps Tata Steel in improving their service performance, as well as scientifically relevant as it provides a theoretical framework that identifies potential causes of service performance problems in the steel industry.